Video Generation Error and Incorrect Credit Usage

Question

Hello Support Team,

I am experiencing an issue while generating a video in Adobe Firefly using the Brand Partner VEO 3.1 model. Although my account shows that I have unlimited access to Adobe Firefly and 2000 credits for Brand Partner features, the video generation consistently displays a “Something went wrong” error screen.

When I open the credits page, it incorrectly shows 20001/2000 credits used, which appears to be a bug. I have not used anywhere near that amount, and I am still within the free trial period.

Please look into this issue and let me know if there is anything I should be aware of regarding credit usage, limitations, or account settings.

Thank you

Kartika Rawat · Accepted Answer

Hi Meh.!Thanks for writing in. I tried the prompt and was able to generate the video. Are you using a child's image to generate the video? If so, please know that Firefly currently avoids generating videos from images that include children. This is a careful step to make sure the model handles such content responsibly. We know it can be limiting, but it’s part of ensuring safety as the tool improves.^KR  moved to discussions

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